Amazon's mission is to be earth's most customer-centric company.
We work towards a single goal:
to ensure the best experience for our customers.
To achieve this, we are looking for a Program Specialist to join our Middle East Customer Service team, who will play a key supporting role to improve Delivery Experience (DX) and reduce customer effort.The Program Specialist will be a key member of the DX team and will engage with stakeholders on a regular basis to help us achieve our goals.The successful candidate will be based at Riyadh (Saudi Arabia) office.Key job responsibilities- Identify Delivery Experience improvement opportunities and work end to end till fix.- Deep dives and completes root cause analysis of delivery outliers and trends and drives resolution of issues to closure.- Able to balance dive deep and insights generation skills to drive structural fix.- Able to influence stakeholders without authority to drive changes programmatically.
• Report DX project metrics, status updates and track own goals.- Drives voice of the customer mechanisms to surface and address customer pain points on a continuous basis.BASIC QUALIFICATIONS- Excellent written and verbal communications skills with an ability to interact with senior stakeholders.
• Bar-raising stakeholder management and organization skills.
Track record of working with senior stakeholders.- Ability to get hands dirty in the detail but can also see the bigger picture.- Ability to effectively manage multiple workstreams at the same time while maintaining a high level of quality.- Confident creating reports for leadership consumption.- Ability to take initiative even under unfamiliar or ambiguous circumstances - solid sense of accountability and sound personal judgment.
• Flexibility to respond quickly to change and reprioritize in the face of changing stakeholder demands.- Data-driven decision making and deep dive skills, including SQL.- Advanced skills with MS Word and MS Excel.
PREFERRED QUALIFICATIONS- Background in ecommerce, retail or consulting industries.- Experience coordinating delivery of customer experience, process improvement or cost savings programs.- Practical experience in program management concepts, such as prioritization, governance, reporting and benefits validation.
• Experience establishing and consolidating program delivery metrics and status reports.- Experience with project or program management tracking and planning tools.
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